1) Scope and Purpose

This Policy covers medical devices, health products, and accessories for one patient only (single-patient use, single-use, or patient-contact).It follows Kuwait consumer rules, including the 14-day return right for eligible items.Once opened, items that cannot be resold for hygiene or sterility reasons are not returnable. This protects patient safety and public health.

2) Return Windows

Unopened and resaleable (factory-sealed, intact packaging): return within 14 calendar days from delivery.Defective on arrival (DOA), wrong item, or shipping damage: report within 48 hours for inspection and a replacement or refund.Opened/used single-patient items: no return or exchange, unless confirmed DOA.

3) What “Opened/Used” Means (medical context)

An item is “opened/used” if any of the following happened:

Outer seal is broken.Inner sterile pouch is opened.Device is activated, paired, or registered.Any sign of body contact (moisture, skin oils, residue).Accessories fitted/assembled in a way that prevents safe re-sterilization.

4) Categories and Eligibility

A) Not returnable once opened (single-patient / patient-contact / hygiene-critical):

Masks, nasal pillows, mouthpieces, cannulas, tubing, filters, humidifier chambers, spacers, nebulizer sets, inhalation valves.Compression garments, orthotic braces, electrode pads, TENS/EMS consumables, test strips, lancets, glucose sensors.Catheters, dressings, wound-care packs, syringes/needles, swabs, specimen cups.Any sterile tray/kit/part once the seal is broken.

B) Returnable if unopened (within 14 days):

Non-contact devices or accessories with no body-fluid contact when unopened (e.g., BP monitors, pulse oximeters with sealed probes, steam sterilizers, scales).All seals, labels, manuals, and accessories must be intact and resaleable.

C) Software-activated / serial-locked devices:

After activation/pairing/registration, not returnable except for DOA or confirmed defect (activation counts as “use”).

5) Defective, Wrong Item, or Damage (48-hour rule)

Tell us within 48 hours of delivery.Provide the order number and clear photos/video of the product, packaging, labels/serials, and the issue.After verification, we replace the item or issue a refund.Cosmetic box dents that do not affect performance are not defects.If pickup is needed, pack safely; items with biohazard risk must be sealed as instructed.

6) Condition for Eligible Returns

Item must be unused, factory-sealed, and resaleable.Include all original packaging, instructions for use (IFUs), labels, serial stickers, accessories, freebies, and calibration cards.Signs of use, moisture, odor, residue, missing parts, or altered serials may lead to rejection or a deduction.

7) Return Shipping and Pickup

Our error / DOA / defect / wrong item: we pay return shipping or arrange pickup.Change of mind (unopened only): you pay return shipping.Missed pickup may incur a re-attempt fee.

8) Inspection and Outcomes

Every return passes a quality and safety check.Approved: refund or replacement is processed.Approved with deduction: deduction for missing or damaged packaging or accessories.Rejected: unsafe, opened, used, contaminated, or otherwise ineligible items are sent back (shipping may be charged).

9) Refund Method and Timing

Refunds go to the original payment method after approval.Processing time depends on the payment provider (typically 7–14 business days).If the original method cannot receive a refund, we may issue store credit or another method at our discretion.

10) Bundles, Kits, and Free Gifts

Return complete bundles/kits.Include any free gifts, or their value may be deducted.

11) Legal Basis and Consumer Rights (Kuwait)

Kuwait Law No. 39/2014 gives a general 14-day return right for eligible goods.The Executive Regulations exclude goods that cannot be resold once opened because of their nature or packaging. This includes opened single-patient medical products.This Policy follows those rules and still protects your rights for defective or non-conforming goods.

12) Updates

We may update this Policy.Changes apply when we publish a new Effective Date at the top.